About the sphere of social service. Social service. Urgent Social Services

SOCIAL SERVICE

activities for social support, provision of social, social, medical, psychological, pedagogical, social and legal services and material assistance, social adaptation and rehabilitation of citizens in difficult life situations. S.o. is based on the following principles: a) targeting;

b) availability; c) voluntariness: d) humanity; e) prioritizing the provision of social services to minors. those in difficult life situations: e) confidentiality;

g) preventive orientation. S.o. includes a set of social services (care, catering, assistance in obtaining medical, legal, socio-psychological and natural types of assistance, assistance in vocational training, employment, leisure activities. assistance in organizing ritual services etc.), which are provided to citizens at home or in S.O. institutions. regardless of the form of ownership.

The federal list of state-guaranteed social services is determined by the Government of the Russian Federation and is reviewed annually; while reducing their volume is not allowed. On its basis, a territorial list is established, approved by the authority

executive power of the constituent entity of the Russian Federation.

One of the main directions of S.O. in the Russian Federation - S.o. elderly and disabled citizens. The main act regulating S.o. these categories of the population is the Federal Law of the Russian Federation of August 2, 1995 No. 122-FZ "On social services for the elderly and the disabled."

S.o. elderly citizens and disabled people is carried out in the form of:

a) S.o. at home, including social and medical care; b) semi-stationary S.o. in the departments of day (night) stay of SO institutions;

c) stationary S.o.v stationary institutions S.o.; d) urgent S.o.; e) social advisory assistance.

The right to S.O., carried out in the state, municipal and non-state sectors of the S.O. system, belongs to elderly citizens (women - over 55 years old, men - over 60 years old) and disabled people (including children with disabilities) who need in permanent or temporary outside assistance due to partial or complete loss of the ability to independently satisfy their basic life needs due to limited ability to self-service and (or) movement.

Shcherbakov I.I.


Law Encyclopedia. 2005 .

See what "SOCIAL SERVICE" is in other dictionaries:

    The provision of social services by the society to the categories of the population that need them. See also: Social protection of the population Finam financial dictionary ... Financial vocabulary

    - (social services) Part of the system social security requiring direct contact with the recipient, and not just payments in monetary form. A minimum level of human consumption can be provided through monetary payments to those who ... Economic dictionary

    Law Dictionary

    social service Official terminology

    social service- represents the activities of social services for social support, the provision of social, social, medical, psychological, pedagogical, social legal services and material assistance, social adaptation and rehabilitation ... ... Dictionary of legal concepts

    social service- (English social service) in the Russian Federation, the activities of social services for social support, the provision of social, social, medical, psychological, pedagogical, social legal services and material assistance, social adaptation and ... ... Encyclopedia of Law

    SOCIAL SERVICE Legal Encyclopedia

    social service- 2.1.1 social services: Activities of social services aimed at providing social services, implementing social rehabilitation and adaptation of citizens in difficult life situations. Source: GOST R 52495 2005: ... ... Dictionary-reference book of terms of normative and technical documentation

    The activities of social services for social support, the provision of social, social, medical, psychological, pedagogical, social legal services and material assistance, social adaptation and rehabilitation of citizens, ... ... Encyclopedic Dictionary of Economics and Law

    social service- according to the definition of the Federal Law On the Basics social service population in Russian Federation dated November 15, 1995, the activities of social services for social support, the provision of social, social, medical, psychological, pedagogical, ... ... Big Law Dictionary

Books

  • Social service of the population: values, theory, practice. Textbook for university students. Vulture UMO MO RF
  • Social service of the population. Values, theory, practice. Textbook for university students, Topchiy Leonid Vasilyevich. The paper analyzes topical issues of the formation and development of the system of social services for the population in the Russian Federation. As objects and subjects of social services…

Social service of the population: concept, participants of social service. Forms and types of social services

Social services in social security law is an independent legal institution, has its own separate set of legal norms governing public relations for the provision of social services to various categories of citizens in difficult life situations and in need of such services.

In the scientific literature, when defining the concept of social service, it is considered in two interrelated aspects: on the one hand, as an economic category, and on the other, as a legal category.

Economic science proceeds, first of all, from the fact that the services provided in the process of social services are a kind of consumer value and therefore cannot but have a certain impact on people's well-being.

A service is a kind of expedient activity, the useful result of which is manifested during labor and is associated with the satisfaction of a need. Services are divided into two types, which correspond to the areas production activities. Distinguish between material services (freight transport, production service communications, trade, housing and consumer services, etc.) and intangible services (they are provided by education, health care, scientific services, art, social services, lending, insurance, etc.).

In dictionary social work"R. Barker social service is defined as "the provision of specific social services to people to meet the needs necessary for their normal development, people who depend on others (those who cannot take care of themselves)".

In the Federal Law "On the Fundamentals of Social Services in the Russian Federation", social services are defined as the activities of social services for social support, the provision of social, social, medical, psychological, pedagogical, social and legal services and material assistance, social adaptation and rehabilitation of citizens who are in a difficult life situation. The concept of " social services", which are actions but to provide assistance to a client of a social service, i.e. a citizen who is in a difficult life situation.

Social services are characterized by the provision of social services in kind (non-monetary) form. Thus, an elderly citizen who has completely or partially lost the ability to self-service needs, first of all, the provision of services to ensure his life (food, care, cleaning of the premises, laundry, etc.), the provision of which he cannot organize without outside help. Besides, distinctive feature social service is that the actions to provide it are aimed not only at overcoming a difficult life situation, but also at its forecasting and prevention.

In this way, social service- these are actions aimed at meeting the needs of citizens and (or) families, performed in their interests in order to contribute to the solution of problems arising in connection with a difficult life situation, as well as to predict and prevent it.

The subjects of legal relations for social services are, on the one hand, authorized state authorities of the Russian Federation, state authorities of the constituent entities of the Russian Federation, other authorized organizations, regardless of organizational and legal forms and forms of ownership, citizens involved in entrepreneurial activity in the field of social services for the population without education legal entity providers of social services, on the other hand, the client of the social service is a citizen (family) who is in a difficult life situation, to whom social services are provided in connection with this. At the same time, foreign citizens, stateless persons, including refugees, have the right to enjoy the same rights in the field of social services as citizens of the Russian Federation.

The basis for the provision of social services is the occurrence of specific life circumstances (legal facts), which are defined in the legislative acts on social services as a difficult life situation.

A difficult life situation is a circumstance (a set of circumstances) that objectively disrupts the life of a citizen (family), which (or the consequences of which) he (she) cannot overcome on his own.

In the literature, the concept of "life situations" includes a set of significant events for a person and related needs, values ​​and ideas that affect his behavior and worldview in a particular period of life. They share the following life situations: normal (settled) and problematic (difficult). Situations are called difficult when there is a violation of the order of the course of a person’s life, and he cannot solve this or that problem without someone’s help. The onset of such a situation is characterized by the following features: violation of the current social activities; uncertainty in the development of events; occurrence new system requirements for the subject; the occurrence of stressful conditions in humans.

The grounds when a citizen (family) can be recognized as being in a difficult life situation are: partial or complete loss of the ability to self-service and / or movement due to old age(women over 55, men over 60), illness and/or disability; orphanhood, neglect and homelessness of minors; family troubles (conflicts, abuse in the family, antisocial behavior of children and/or parents), the presence of HIV-infected family members, family members with persistent drug or alcohol addiction; the presence in the family of disabled people and / or children with disabilities; recognition of a citizen (family) as poor (poor) in in due course; lack of a specific place of residence and certain occupations, including in connection with release from places of deprivation of liberty; damage as a result emergencies, armed and inter-ethnic conflicts, illegal actions of other persons; consequences of work injury and occupational disease; loss of a breadwinner; forced change of country permanent residence; the period of pregnancy and feeding of the child; stable mental dependence; consequences of violence or life-threatening situations, and other circumstances.

Indeed, it is not always specified cases for objective reasons, a citizen can independently, without outside help, overcome difficult life situations, which leads to the need for state intervention in order to assist in overcoming them. For example, the loss of a breadwinner cannot be compensated by assigning a survivor's pension to a citizen. As a rule, the loss of a loved one is associated with moral suffering, which a citizen cannot overcome without providing him with psychological services. The damage inflicted on a citizen as a result of emergencies, armed and interethnic conflicts leads to the need to provide urgent social services for organizing meals for the victims, providing clothing, and basic necessities.

Based on the definition of a difficult life situation, it follows that the clients of the social service can be both individual citizens and families.

The following categories of citizens in need of social services should be distinguished:

1) disabled people (including disabled children);

2) elderly citizens (men over 60 years old, women over 55 years old) who find themselves in a difficult life situation;

3) orphans, children left without parental care, neglected and homeless children, minors who are in a socially dangerous situation, children who have been subjected to cruel treatment in the family (mental or physical violence);

4) low-income;

5) citizens without a fixed place of residence and occupation;

6) women subjected to mental or physical violence;

7) citizens who find themselves in an extreme situation (those affected by natural disasters, catastrophes, victims of armed and interethnic conflicts, refugees and internally displaced persons, etc.);

Families in need of social services include:

1) those in a socially dangerous situation (families with children in a socially dangerous situation, as well as families where parents or other legal representatives of minors do not fulfill their duties for their upbringing, education and (or) maintenance and (or) negatively influence their behavior or maltreatment);

2) having orphans and children left without parental care;

3) low-income;

4) consisting of only pensioners (families, which include the elderly and disabled, single married couples, etc.);

5) found themselves in an extreme situation (victims of natural disasters, refugees and internally displaced persons, etc.);

6) having disabled children;

7) having in its composition children with disabilities in mental, physical and mental development;

State authorities of the Russian Federation, state authorities of the constituent entities of the Russian Federation are empowered in the field of social services to create special services and manage state system social services, as well as directly carry out activities in the field of social services. Thus, persons with disabilities are guaranteed employment. federal authorities state authorities, state authorities of the constituent entities of the Russian Federation by holding special events that help increase their competitiveness in the labor market; educational authorities, social protection The population and health authorities ensure the upbringing and education of children with disabilities, the receipt of education by the disabled in accordance with the individual program for the rehabilitation of the disabled.

Social services are provided by enterprises providing social services to the population and social service institutions, regardless of ownership, which include:

1) complex centers of social services for the population;

2) territorial centers of social assistance to families and children;

3) social service centers;

4) social rehabilitation centers for minors;

5) centers for helping children left without parental care;

6) social shelters for children and teenagers;

7) centers of psychological and pedagogical assistance to the population;

8) centers of emergency psychological assistance by telephone;

9) centers (departments) of social assistance at home;

10) night stay houses;

11) special homes for single elderly;

12) stationary institutions of social service (boarding houses for the elderly and disabled, neuropsychiatric boarding schools, orphanages for mentally retarded children, boarding houses for children with physical disabilities);

13) gerontological centers;

14) other institutions providing social services.

In this way, social services for the population - activities carried out by authorized state authorities of the Russian Federation, state authorities of the constituent entities of the Russian Federation, other authorized organizations, regardless of organizational and legal forms and forms of ownership, by citizens engaged in entrepreneurial activities in the field of social services for the population without forming a legal entity, but providing social services to citizens Russian Federation, foreign citizens and stateless persons permanently residing in the territory of the Russian Federation, and (or) families in need of social services to overcome a difficult life situation.

Types and functions of social services

The following types of social services are provided:

1) material assistance in the form Money, food, sanitation and hygiene products, clothing and footwear, other essentials, fuel, special Vehicle, technical means of rehabilitation of the disabled and persons in need of outside care;

2) social service at home is aimed at the maximum possible extension of the stay of elderly and disabled citizens in their familiar social environment in order to maintain their social status, as well as to protect their legitimate rights and interests. Home guaranteed services provided by the federal list include: home delivery of groceries; purchase of medicines, food and industrial essential goods; assistance in obtaining medical care, including accompaniment to medical institution; cleaning of the premises; assistance in organizing legal services; assistance in organizing funeral services; other home-based services (for example, assistance in providing fuel). Medical care at home is received by mentally ill people in remission, patients with tuberculosis (except for the active form), and cancer patients.

Disabled children who, due to health reasons, cannot attend general educational institutions, are provided with home education. The Ministry of Health approves the List of diseases, in the presence of which a disabled child has the right to receive education at home. Children with disabilities are enrolled in educational institution at the place of residence, receive educational, reference and other literature free of charge, visit teaching staff, pass certification and receive a document state standard about relevant education.

3) semi-stationary social services are provided by day (night) departments at municipal social service centers or social protection authorities;

4) inpatient social services are aimed at providing comprehensive social assistance to persons who, for health reasons, need constant outside care and supervision.

An important place in the system of social services belongs to the territorial centers of social services for the population. The territorial social service is a set of governing bodies and specialized institutions that provide direct social services to various groups and categories of the population on the territory of the administrative units of the Russian Federation: in regions, urban and rural areas, microdistricts. The functions of managing social services for the population in the jurisdictional territory are carried out by the bodies of social protection of the population. Local authorities (as well as non-state, public, private and other organizations with a license) create social service centers. In accordance with the approximate Regulations on the Center for Social Services (order of the Ministry of Social Protection of Russia No. 137 of 07/20/1993). The social service center is an institution of social protection of the population that organizes and practices on the territory of a city or region, region, and practical activities to provide various types of social assistance to elderly citizens who have partially or completely lost the ability to self-service and need constant outside care and support.

The main functions of social services for the population are as follows.

The function of social assistance includes: - identification, registration of families and individuals who are most in need of social support, the provision of material assistance, the provision of temporary housing to needy citizens; - poverty prevention; - creating conditions for families to independently ensure their well-being, family entrepreneurship; - home services to families and lonely.

The function of counseling involves consulting specialists: lawyers, teachers, doctors, psychologists, etc.

Through the function of social correction and rehabilitation, social, medical and psychological rehabilitation of minors with deviant behavior, neglected children and orphans is carried out.

The function of informing the population, studying and predicting social needs: means providing the client with the information necessary to resolve a difficult life situation, disseminating medical, psychological, pedagogical and other knowledge, studying the needs of their clients, their problems, developing and implementing specific measures.

In the event of natural disasters and social conflicts social workers participate in the development of emergency programs, the formation of teams ready to arrive, if necessary, in a disaster or conflict area.

Social services included in the federal and territorial lists are provided to citizens free of charge or on a partial payment basis. Regulations on the procedure and conditions for payment of social services provided to elderly citizens and disabled people by state and municipal institutions social services, approved by Decree of the Government of the Russian Federation of April 15, 1996 No. 473 (SZ RF, 1996, No. 17, Art. 2002). The following populations benefit from services free of charge:

a) single elderly citizens (single married couples) and disabled people who receive a pension, taking into account allowances in the amount below the regional subsistence level;

b) elderly citizens and the disabled, whose relatives, for objective reasons, cannot provide them with assistance and care, if the amount of the pension received, together with allowances, is below the regional subsistence level;

c) elderly citizens and disabled people living in families with an average per capita income below the regional subsistence level.

If the amount of the pension, together with the allowances of the above citizens, exceeds the regional subsistence level, then the amount of partial payment for social services:

a) at home should not exceed 25% of the difference between the pension received and the regional subsistence minimum;

b) in semi-stationary conditions - 50% of the difference between the pension received and the regional subsistence minimum;

c) in stationary conditions - the amount of excess of the due pension over the regional subsistence minimum.

If the amount of the pension, including allowances, is 150% higher than the regional subsistence minimum, then social services are provided on a full payment basis.

The cost of services is determined on the basis of tariffs established for a particular region. The payment of the cost does not include the costs of providing medical care in the amount basic program compulsory health insurance, education within the limits of state educational standards.

Additional grounds on which social services are provided free of charge are determined by the executive authorities of the constituent entities of the Russian Federation.

Services rendered on a commercial basis are provided with full reimbursement of the cost.

Payment for additional social services (in excess of the guaranteed list) can be made at the expense of funds received from the sale or other alienation of property, including residential premises, securities etc. Transactions on the alienation of residential premises are made subject to mandatory conditions: preservation of the citizen's right to lifelong residence in the alienated residential premises or providing him with other residential premises, as well as the right to material security in the form of food, care, necessary assistance; obtaining consent in writing local social service authorities to process the transaction.

The most important sign of the formation of the system of social services for the population is its dynamically developing infrastructure. In the Russian Federation, social services are provided by more than 6.5 thousand independent institutions and social service enterprises various categories citizens, as well as more than 18 thousand structural divisions and services that are part of the bodies of social protection of the population or institutions of social service and are engaged in the provision of home-based, urgent social and other services.

It is important to emphasize that social services are very closely related to people's livelihoods. It is imperative to meet the standards of these services if the basic human needs are not met: the provision of water, food, shelter and clothing, access to energy sources and transport, ensuring a safe existence and health care.

Therefore, it is obvious that when developing social services, it is necessary to include a provision on the obligation of the social service to coordinate its activities with other services in order to satisfy basic human needs in the first place.

Task number 2

Describe the main stages of work with citizens' letters

All written appeals are accepted centrally in one place. After checking the correctness of delivery, the letters are opened, while the envelopes are not destroyed, since the stamp on it can be proof of the date of receipt of the document. In addition, the address of the author of the appeal to which the answer is to be answered is often written only on the envelope. Therefore, the envelope is stored with the document until the end of the issue and will be filed into the file.

On the document itself, in the lower right corner, the registration stamp of the institution that received the appeal is affixed, which contains the date of its receipt and the start of work with it in this institution. Sometimes it may not coincide with the date on the envelope, since the latter is stamped by the post office, which does not always deliver the letter to the addressee on the same day. Therefore, it is from the date affixed to the registration stamp that the countdown for the execution of the appeal begins. In addition to the date, the registration stamp also indicates the registration index of the proposal, statement, complaint, which consists of the initial letter of the author's surname and the serial number of the appeal received.

Applications may be accompanied by various reference materials in originals or copies. They must be fastened together with the appeal so that they are not confused in the process of work. This concludes the first stage of work with appeals.

After the initial processing, all appeals are submitted for registration, which is maintained in a single form in the manner prescribed by the standard provision. Registration of this category of documents, in addition to the general tasks of registration - accounting, control and reference work - is also a legal evidence that they are accepted for consideration in this institution. Registration is recommended to be carried out on cards or on a computer, and only in cases where an institution, enterprise or organization receives a small number of documents from the population, you can leave a journal registration form.

The essence of registration is a record on the card of the main search features of the document and information about the applicant. The number of copies of registration and control cards to be filled out is determined based on the needs of the organization of control over execution and reference work on appeals. Most often, these are 2-3 copies: the 1st is for the control file, the 2nd is for the reference file, the 3rd is sent along with the document to the contractor. However, before proceeding to registration, it is determined by the alphabetical card index or alphabetical book whether this appeal is repeated.

An appeal received from the same person on the same issue is considered repeated if, since the time the first proposal, application or complaint was submitted, the period established by law for their consideration has expired or the applicant was not satisfied with the answer given on the first appeal.

Re-applying during primary processing receives the next registration index, since a gross record of all incoming documents is maintained. However, in the registration card, when registering a repeated appeal, all the signs of the first document are indicated, that is, its number and date. On the repeated application itself, in the upper right corner and on its registration and control card, the mark “repeatedly” is made by hand or with a special stamp.

The model provision also provides for such a case when a citizen sent the same proposal, application or complaint to several addressees at the same time, and they were eventually redirected to one institution, organization or enterprise that could resolve the issue on the merits. All these appeals, which ended up in one place as a result, should be accounted for under one registration index of the first received document with the addition of a serial number. For example, V-194/, V-194/2, V-194/3, etc. The registered document is reported to the head or his deputy for decision making.

Legislative and regulatory acts provide for an option when the received appeal does not fall within the competence of the institution, organization, enterprise that received it. In this case, the employee responsible for this category of documents must send it to the competent authority or the applicant for consideration no later than within five days. The response letter provides an explanation of where he should send his appeal.

If the appeal raises questions that require the decision of different competent authorities, the head of the organization that received the appeal considers the issue related to his competence, and informs the relevant organizations about the content of other issues within the established time limits.

In all cases of sending documents to other organizations, the applicants are informed about this within five days from the date of receipt of the document. In the event that the leader immediately in the process of considering the document can solve the question posed in it, he reflects his decision in a resolution, which is essentially an answer. On its basis, a response letter is drawn up to the applicant.

If the question only requires clarification, the head in the resolution indicates the contractor and the deadline for writing a response explanatory document. All instructions of the head on the procedure for reviewing the document and execution are transferred to the registration and control card. Each decision taken at the request of citizens, first of all, should be based on the requirements of specific laws, a comprehensive study of the circumstances and reasons that gave rise to critical remarks.

Most often, in order to make an informed decision on an appeal, it is necessary to collect the necessary information and reference material, send a request to the places, demand explanations from the perpetrators, send the document for verification to the subordinate authorities, organize a visit to the place of the responsible employee.

Persons whose participation may affect the objective resolution of the issues raised in the document should not be involved in the consideration of appeals. The entire process of considering citizens' appeals is subject to mandatory control.

The deadlines for the execution of appeals are determined depending on the complexity of the issues raised in them. Established as the maximum monthly period for resolving complaints, applications and proposals in all bodies. Applications and complaints that do not require additional study and verification are resolved without delay, but no later than 15 days from the date of receipt. In cases where it is necessary to conduct a special check and request additional materials in order to make decisions on a complaint or application, it is allowed, as an exception, to extend the time limits by no more than one month with a notification of this to the person who filed the application or complaint. In order to resolve the applications and complaints of military personnel and members of their families, more than short time: in the central authorities and administration up to 15 days, in local authorities, enterprises and institutions - without delay, but no later than 7 days. The practice of work confirmed the optimality of the established deadlines for working with citizens' documents. These terms continue to be adhered to today.

Control over the timely resolution of the documents under consideration is entrusted to officials who are obliged to ensure the timely, correct and complete consideration of applications and the execution of decisions made on the basis of citizens' applications.

The model provision specifies in a special paragraph that letters from citizens sent to state bodies, enterprises, institutions, organizations, various recipients, demanding to report the results of consideration of proposals, applications, complaints, are taken under special control. On all copies of registration and control cards and on proposals, statements and complaints, the stamp "CONTROL" or the sign of control "K" is affixed. Proposals, statements and complaints of citizens, to which intermediate answers are given, are not removed from control.

Control over the execution is carried out according to the registration and control cards, which are placed in the control file according to the deadlines. The control file on citizens' appeals is organized and built in the same way as the control time file on other administrative documents.

All movement of the controlled document, its transfer from the executor to the executor is marked on the card indicating not only the name of the executor, but also the date of transfer of the document to him. The appeal is removed from control only after the actual implementation of the decision made on it, which is noted in the control and registration card. The order to remove from control is given by the person who accepted the this document solution.

A computer is successfully used to organize control over the implementation of proposals, statements and complaints from citizens. The number of documents that can be controlled by a computer is practically unlimited. The speed of input and output of information in the computer provides the receipt of operational data on the progress of the execution of documents before the expiration of the execution period, which allows for preventive, preventive control, to ensure the execution of documents on schedule. Reminders can come at any programmed frequency, the computer, if necessary, can summarize and analyze for certain period time of work of individual executors and structural divisions for the execution of citizens' appeals.

Entering data into the memory of the computer on requests is carried out from the keyboard. On the screen, you can rebuild summaries of the progress of complaints and statements on various aspects and receive the required number of copies on printing devices. The dialogue with the computer is conducted by an employee working with this category of documents. The automated system "ACS - application" helps to ensure high performance discipline, timely execution of citizens' appeals.

There are standard programs for monitoring the timing of the execution of a document on personal electronic computers (PCs) and standard programs for monitoring and reference work with citizens' appeals.

One of milestones work with citizens' appeals is the organization of information and reference work on them. Simultaneously with the placement of one copy of the registration on the control card in the term card index, another copy of the card is placed in the reference card index, built in the alphabetical order of the applicants' surnames. Using this card file, you can always answer the request of a citizen or institution about the status of consideration of a candy appeal. It is much more convenient to conduct reference work when automated system, which makes it possible to inquire about any details of the document.

The results of resolving the issue raised in the appeal are communicated to the applicant. Answers must be exhaustive, corresponding to the current legislation. If the specific implementation of the decision is entrusted to any other body, it is taken under control and the author of the appeal is informed about this, indicating the position of the person who is entrusted with monitoring the implementation of the decision. The decision taken by the solely competent official is communicated to the author of the appeal on behalf of the body to which the official is subordinate. The decision taken by the collegial body is communicated to the author of the appeal with reference to the number and date of adoption of this decision or in the form of an extract from the decision or protocol. Decisions to refuse positive satisfaction of the issues raised in the appeal are also communicated in writing. At the same time, the refusal must be reasoned, the reasons and grounds for the refusal must be indicated with reference to the current legislation and decisions of the competent authorities.

The secretary conducting office work on citizens' appeals is obliged to systematically analyze this category of documents. Periodically (once a month or quarter) are compiled analytical reviews or certificates that reflect the issues on which appeals were submitted, their number for each issue, the number of positive and negative decisions. In addition, the references indicate; how many appeals were resolved on time, how many were overdue, and why. Such an analysis serves to identify the causes that give rise to the violation of the rights and interests of citizens, to study public opinion, improving work government agencies, enterprises, institutions and organizations.

On each document, after the final decision and execution, the inscription "VDELO" is made and the personal signature of the official who made this decision is put.

As required model provision proposals, statements, complaints must be returned after their resolution to employees who conduct office work on appeals with all materials related to them and a copy of the registration and control card for the centralized formation of the case and file cabinet. The formation and storage of cases with performers is prohibited.

The employee who maintains the current storage of appeals forms them into cases, separately from the general correspondence. At the same time, together with the appeal, a copy of the answer and all documents related to this issue collected during its consideration are filed, i.e. each appeal constitutes an independent group in the case. Within the case, these groups of documents on appeals are usually arranged by the names of the applicants in alphabetical order. If the institution receives a large number of applications from citizens, then each case is opened by one or more initial letters of the names of the applicants. For example, “Proposals, statements, complaints of citizens about the letter “A”, “B”, “C”, etc. If there are few appeals, they can be grouped into one or two cases. Collective letters are concentrated in a separate case. Moreover, proposals, statements and complaints of citizens on the work of organizations are grouped separately from appeals on personal issues. social service population complaint

With a small number of calls, they can be placed in cases and in chronological order. Additional materials that have appeared on the issue related to the appeal or repeated appeal are filed with the first group of materials. Only executed documents are grouped into cases. The cover of the case with proposals, statements and complaints of citizens is drawn up in the prescribed form.

Completed cases with proposals, statements and complaints of citizens are stored in institutions, organizations and enterprises for reference and other purposes. Their heads are responsible for their safety, as well as for the safety of all documents. The terms of storage of this category of documents are indicated in the articles of the List standard documents formed in the activities of state committees, ministries, departments and other institutions, organizations, enterprises, indicating the periods of storage.

As can be seen from the above articles of the list, ordinary appeals of a personal and secondary nature, which make up the vast majority of this category of documents, are stored for 5 years, but proposals that are interesting for history and have practical value, will be stored permanently. All cases with appeals that have a permanent storage period are transferred one year after the completion of the office work on them to the archive of the institution, and then to the state archive.

Preparation of proposals, statements and complaints of citizens and submission to the archive includes: filing cases, conducting an examination of the value of the document, compiling inventories. Depending on the terms of storage, full or partial registration of cases is carried out. The execution of cases is the function of a person, usually a secretary, responsible for working with proposals, statements and complaints from citizens.

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8. Office work ( Documentation support management: a textbook for universities. M.: UNITY-DANA, 2000. 359 s;

9. Kuznetsova T.V., Mosyagina O.V., Ovchinnikova N.V. Organization and documentation of work with proposals, statements and complaints of citizens. Teaching aid. M.: RGGU, 1992. 74 s;

10. Rybakov A.E. Clarifications on issues related to citizens' appeals//Secretary-referent. - 2004. - No. 8 (35). - P.34-38.

October 25, 2010, speaking at a meeting of the Presidium of the State Council on social policy for senior citizens, Dmitry Medvedev, then President, took the initiative to prepare a new law on social services. "One of the tasks of today's State Council Presidium is to summarize and disseminate what is called the best regional practices. Moreover, it [ new law. – Red.] can concern not only the elderly, but the entire population of our country," the politician said at the time.

And such a law was adopted, and already on January 1, 2015 it came into force ( the federal law dated December 28, 2013 No. 442-FZ "" (hereinafter - the new law). At the same time, most of the acts that previously regulated social services for citizens have lost their force. In particular, the Federal Law of December 10, 1995 No. 195-FZ "" (hereinafter referred to as the old law) and Federal Law of August 2, 1995 No. 122-FZ "" ceased to have effect.

Consider what changes citizens need to keep in mind in connection with the entry into force of the new law.

Introduced the concept of "recipient of social services"

Since January 1, the term "social service client" () has disappeared from the legislation, instead of which the concept of "social service recipient" () has been introduced. A citizen may be recognized as a recipient of social services if he is in need of social services and he is provided with a social service.

A citizen is recognized as needing social services if at least one of the following circumstances exists:

  • complete or partial loss of the ability to self-service, independent movement, provision of basic necessities of life due to illness, injury, age or disability;
  • the presence in the family of a disabled person or disabled people in need of constant outside care;
  • the presence of a child or children experiencing difficulties in social adaptation;
  • the impossibility of providing care for a disabled person, a child, children, as well as the lack of care for them;
  • domestic violence or intra-family conflict, including with persons with drug or alcohol addiction, gambling addiction, persons or suffering from mental disorders;
  • lack of a fixed place of residence;
  • lack of work and livelihood;
  • the presence of other circumstances that are recognized at the regional level as worsening or capable of worsening the living conditions of citizens ().

Now information about recipients of social services is entered into a special register. The subjects of the federation are engaged in its formation on the basis of data provided by social service providers ().

Until January 1, 2015, social services were provided to citizens in difficult life situations - the new law does not contain such a term, which makes the list of grounds for receiving assistance more unambiguous. The old law understood a difficult life situation as a situation that objectively disrupts the life of a citizen, which he cannot overcome on his own. Usually this meant disability, inability to self-service due to old age, illness, orphanhood, neglect, low income, unemployment, lack of a fixed place of residence, conflicts and abuse in the family, loneliness, etc. ().

OPINION

"In order for the new law to work, each region must adopt 27 normative documents. We have monitored the readiness of the regions to adopt a new law. By mid-December 2014, only 20 regions had adopted all the necessary regulatory framework, 20 regions accepted less than half, the rest - about half. Every day we try to do everything possible to speed up the adoption of the necessary documents by the regions."

Social service provider identified

The list of types of social services has been expanded

The new law changed the approach to the content of the list of social services provided. Until December 31, 2014, citizens could receive material and advisory assistance, temporary shelter, social services at home and in stationary institutions, and also had the right to day stay in social service institutions and rehabilitation services ().

After the entry into force of the new law, citizens can count on the provision of the following types of social services:

  • social and household;
  • socio-medical;
  • socio-psychological;
  • socio-pedagogical;
  • social and labor;
  • socio-legal;
  • services to increase the communicative potential of recipients of social services with disabilities;
  • urgent social services ().

Urgent social services include the provision of free hot meals or food packages, clothing, shoes and other essentials, assistance in obtaining temporary housing, the provision of legal and emergency psychological assistance, as well as other urgent social services (). A citizen can count on receiving such services within the time frame determined by his need. At the same time, since January 1 of this year, citizens have lost the opportunity to receive material assistance in the form of cash, fuel, special vehicles, as well as rehabilitation services that they could have received earlier ().

The procedure for calculating fees for receiving social services has been established

As before, social services can be provided free of charge or for a fee ().

  • minors;
  • persons affected as a result of emergency situations, armed interethnic (interethnic) conflicts;
  • persons with an income equal to or lower than the average per capita income established by the region for the provision of social services free of charge (when receiving social services at home and in a semi-stationary form). At the same time, the amount of such income cannot be lower than one and a half times the regional subsistence minimum.

In addition, other categories of citizens to whom social services are provided free of charge () may be provided for in the subjects of the federation.

As you can see, unemployed citizens are excluded from the number of persons entitled to free social services (if such a category of citizens is not provided for by the law of the subject of the federation).

Previously, in order to receive free social services for single citizens, the sick, pensioners and the disabled, they needed to have an average per capita income below the regional subsistence level ().

Consider an example. The subsistence minimum in the Moscow region for the III quarter of 2014 for pensioners was 6804 rubles. (Decree of the Government of the Moscow Region dated December 10, 2014 No. 1060/48 ""). This means that before January 1, for example, a single pensioner from the Moscow Region with an income of less than 6804 rubles could apply for a free social service. per month. After the entry into force of the new law, the amount of income that allows you to get the right to free social services cannot be lower than one and a half times the regional subsistence minimum. Now, in order to receive a free social service, other things being equal, the monthly income of a single pensioner must be 10,206 rubles. or less (1.5 x 6804 rubles) (Law of the Moscow Region of December 4, 2014 No. 162/2014-OZ "").

For those who are not entitled to receive free social services, a fee is set for their provision. Its amount for home and semi-stationary services is now calculated on the basis of tariffs for social services, but cannot exceed 50% of the difference between the average per capita income of a social service recipient and the maximum per capita income established by the region. The amount of the monthly fee for the provision of social services in a stationary form is calculated on the basis of tariffs for social services, but cannot exceed 75% of the average per capita income of the recipient of social services ().

EXAMPLE

According to the new law, we will calculate the maximum tariff for social services in a semi-stationary form for a single pensioner from the Moscow Region with a monthly income of 12 thousand rubles. Payment for social services at home and in a semi-residential form is calculated on the basis of tariffs for social services, but cannot exceed 50% of the difference between the average per capita income of the recipient of the social service and the maximum per capita income. The average per capita income of a pensioner is 12 thousand rubles. (only the amount of his pension is taken into account, since there are no other family members with income), the maximum per capita income for a single pensioner from the Moscow region is 10,206 rubles.

Therefore, the maximum tariff for a social service should be calculated according to following formula:

(12,000 RUB - 10,206 RUB) x 50% = 897 RUB

Thus, from January 1, 2015, the tariff for social services provided to a pensioner at home and in a semi-stationary form cannot exceed 897 rubles. This value will change if the pensioner needs inpatient treatment. The amount of the monthly fee for the provision of social services in a stationary form is calculated on the basis of tariffs for social services, but cannot exceed 75% of the average per capita income of a recipient of social services.

The formula for calculating the rate will be as follows:

12 000 rub. x 75% = 9000 rub.

Thus, the tariff for treatment in a hospital cannot be more than 9,000 rubles. per month.

Previously, the amount of payment for social services and the procedure for their provision was regulated by state authorities of the subjects of the federation and directly by social services ().

Changed the procedure for receiving social services

From the beginning of the current year, in order to receive social services, a citizen must submit an application. Previously, social services were carried out on the basis of an appeal - including oral - of a citizen, his guardian, trustee, other legal representative, public authority, local government, public association (). An application for social services can be written by the citizen himself, his representative or another person (body) in his interests (). You can also apply by sending electronic document which was not provided for in the previous law.

An individual program for the provision of social services is drawn up with each recipient of social services. It indicates the form of social services, types, volume, frequency, conditions, terms for the provision of social services, a list of recommended social service providers, as well as social support activities. This program is mandatory for the provider of social services and advisory for the citizen himself. In other words, the recipient of assistance may refuse some service, but the provider is obliged to provide it at the request of the recipient.

A program is drawn up within a period of no more than 10 working days from the date of filing an application for the provision of social services, and is reviewed at least once every three years (). Urgent social services are provided without drawing up an individual program (). Previously, such programs were not provided.

After drawing up an individual program and choosing a social service provider, a citizen must conclude an agreement with the provider on the provision of social services (). The contract must necessarily fix the provisions determined by the individual program, as well as the cost of social services if they are provided for a fee.

OPINION

Galina Karelova, Deputy Chairman of the Federation Council:

"The new law will increase the number of citizens who can apply for free social services. In addition, the quality, volume and efficiency of their provision will change. Previously, social services were provided on the basis of a group approach. However, all citizens have different needs, income, housing conditions. Starting January 1, 2015, contracts with consumers of social services social programs which take into account all the individual characteristics of each consumer.

Social service organization defined

Interestingly, the new law spells out obvious things at first glance: social service providers do not have the right to restrict the rights of social service recipients; use insults, rude treatment; place children with disabilities who do not suffer from mental disorders in stationary organizations intended for children with disabilities who suffer from mental disorders, and vice versa ().

However, it was still worth emphasizing such prohibitions. For example, numerous cases of placement in Russia of healthy children in organizations for disabled children suffering from mental disorders were noted in a report by the international human rights organization Human Rights Watch in 2014.

Fundamentally new is the approach to financing social services. According to the old law, social services were provided to citizens at the expense of the budgets of the subjects of the federation (). In this regard, depending on the region, the volume of social assistance provided varied greatly. From January 1, 2015, social services are financed from the federal budget, charitable contributions and donations, citizens' own funds (when providing social services for a fee), income from entrepreneurial and other income-generating activities carried out by social service organizations, as well as other not prohibited by law sources(). It is assumed that this innovation will help to equalize the volume of social services provided in different regions.

But there is also a "fly in the ointment" in the new rules. Thus, the new law does not establish any requirements for staffing social services. Recall that earlier social service workers could only be specialists with a professional education that meets the requirements and nature of the work performed, experience in the field of social services, and inclined in their personal qualities to provide social services ().

Social services provided to citizens in the form of social services at home:

1.1. Social services:

  • Purchase and delivery at the expense of the recipient of social services to the home of food, hot meals from trade organizations.
  • Help with cooking.
  • Help with eating.
  • Purchase and delivery at the expense of the recipient of social services to the home of essential goods.
  • Assistance in house cleaning.
  • Delivery of water, heating of stoves, assistance in providing fuel (for those living in residential premises without central heating and (or) water supply).
  • Delivery of things for washing, dry cleaning, repair and their return delivery at the expense of the recipient of social services.
  • Assistance in organizing the repair of the premises and its subsequent comprehensive cleaning.
  • Assistance in the implementation of payment for housing and utilities, communication services (including taking readings of metering devices for the consumption of heat energy, hot and cold water, gas, filling out receipts, paying bills).
  • Assistance in organizing the provision of services by trade organizations, organizations providing utilities and communication services, as well as other organizations providing services to the population.
  • Delivery of books, purchase of newspapers and magazines at the expense of recipients of social services.
  • Registration of subscriptions to newspapers and magazines at the expense of recipients of social services.
  • Assistance in visiting theaters, exhibitions and other cultural events.
  • Short term childcare.
  • Assistance in the preparation of documents for the burial.

1.2. Socio-medical services:

  • Promoting health-conscious care.
  • Health monitoring.
  • Providing primary pre-medical care health care in emergency form.
  • Performance medical procedures, dressings, injections as prescribed by the attending physician.
  • Provision of sanitary and hygienic services.
  • Assistance in providing medical care.
  • Assistance in conducting medical and social expertise.
  • Assistance in carrying out rehabilitation activities (medical, social), including for the disabled, on the basis of individual rehabilitation programs.
  • Assistance in providing medicines and medical devices according to the conclusion of a medical organization.
  • Visiting recipients of social services located in medical organizations in stationary conditions.
  • Assistance in obtaining vouchers for sanatorium treatment.

1.3. Socio-psychological services in the form of psychological assistance.

1.4. Social and pedagogical services in the form of assistance in obtaining education and (or) a profession for disabled people, taking into account the peculiarities of their psychophysical development, individual capabilities.

1.5. Social and labor services in the form of assistance in finding employment.

1.6. Social and legal services:

  • Assistance in obtaining social support measures, including benefits.
  • Assistance in obtaining free legal assistance in the manner prescribed by law.

Social services provided to citizens in a semi-stationary form of social services

2.1. Urgent Social Services:

  • Providing free hot meals or a set of products.
  • Providing one-time assistance in the form of food packages, clothes, shoes and essentials.
  • Provision of clothing, footwear and other essentials.
  • Assistance in obtaining temporary housing.
  • Assistance in obtaining emergency psychological assistance with the involvement of psychologists and representatives of traditional religious denominations in this work.
  • Organization of emergency psychological assistance.
  • Assistance in obtaining legal assistance in order to protect the rights and legitimate interests of recipients of social services.
  • Provision of one-time services to citizens in need of a one-time provision of social services.
  • Provision of socio-economic support to children and families with children (clothes, food and other assistance).

2.2. Social services:

  • Catering, household and leisure services.
  • Providing hot meals.
  • Organization of cultural and leisure activities.
  • Provision of temporary stay in social service organizations.
  • Provision of furniture for use.
  • Providing in-kind assistance in the form of clothing and footwear.
  • Providing bedding and toiletries.
  • Leisure activities (books, magazines, newspapers, board games and others).
  • Purchase of railway tickets for travel to the former place of residence (if needed).
  • Assistance in organizing recreation and health improvement of children.

2.3. Social and psychological services:

  • Assistance in obtaining psychological assistance.
  • Providing psychological support, conducting psycho-correctional work.
  • Assistance in the restoration of social ties.
  • Assistance for further life arrangement.
  • Assistance to parents in the upbringing of children, including assistance in conflict situations.
  • Providing comprehensive psychological and pedagogical assistance.
  • Social patronage of families with children in a socially dangerous situation.
  • Social patronage of orphans and children left without parental care, graduates of organizations for orphans and children left without parental care under the age of 23 years.

2.4. Socio-medical services:

  • Provision of primary pre-medical health care.
  • Organization of medical and recreational activities.
  • Provision of medical and social care taking into account the state of health of the recipient of social services.
  • Assistance in passing the examination in the institutions of medical and social expertise.
  • Organization of medical examinations.
  • Assistance in hospitalization medical organizations, accompaniment to medical organizations.

2.5. Social and legal services:

  • Assistance in the preparation of documents, excluding cases of execution of documents affecting the interests of third parties, assistance in writing letters.
  • Assistance in obtaining free legal assistance.
  • Assistance in the restoration of lost documents.
  • Providing assistance in organizing pensions and providing other social benefits.
  • Assistance in the preparation of documents for the device in the organization of stationary social services.
  • Assistance in registration as those in need of residential premises.
  • Assistance in the restoration in court of the rights to illegally alienated residential premises.
  • Assistance in representation in court in order to protect the rights and interests.

2.6. Social and educational services:

  • Carrying out activities to restore professional skills.
  • Assistance in vocational training.
  • Assistance to minors in matters of vocational guidance, education and employment.

2.7. Social and labor services in the form of assistance in finding employment.
2.8. Services to increase the communicative potential of recipients of social services with disabilities, including children with disabilities:

  • Teaching people with disabilities (children with disabilities) to use care products and technical means rehabilitation.
  • Carrying out social and rehabilitation measures in the field of social services.
  • Training in behavior skills in everyday life and public places.
  • Providing assistance in teaching computer literacy skills.
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